Introduction
Delivering high-impact public services starts with deeply understanding the needs, expectations, and experiences of the citizens being served. The Citizen-Centric Service Delivery Design Training Course equips public sector leaders and practitioners with cutting-edge tools and strategies to co-create and deliver responsive, inclusive, and efficient services rooted in empathy and usability.
This course blends service design thinking, user journey mapping, digital innovation, and performance measurement frameworks to ensure that government services are not only accessible but also intuitive and equitable. Participants will leave with actionable knowledge to redesign services that improve trust, transparency, and citizen satisfaction across all levels of governance.
Target Audience
Course Objectives
Duration
5 Days
Course Outline
Module 1: Foundations of Citizen-Centric Service Design
Module 2: User Research and Empathy Mapping
Module 3: Service Journey Mapping and Gap Analysis
Module 4: Inclusive and Accessible Service Design
Module 5: Digital Transformation for Citizen Services
Module 6: Innovation Labs and Rapid Prototyping
Module 7: Monitoring, Evaluation, and Feedback Loops
Module 8: Scaling and Sustaining Transformation
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Training Venue
The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.
Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 10 working days before commencement of the training.
Dates | Fees | Location | Apply |
---|---|---|---|
07/07/2025 - 11/07/2025 | $1500 | Nairobi, Kenya |
|
14/07/2025 - 18/07/2025 | $3500 | Johannesburg, South Africa |
|
21/07/2025 - 25/07/2025 | $1500 | Nairobi, Kenya |
|
04/08/2025 - 08/08/2025 | $1500 | Nairobi, Kenya |
|
11/08/2025 - 15/08/2025 | $1750 | Mombasa, Kenya |
|
18/08/2025 - 22/08/2025 | $1500 | Nairobi, Kenya |
|
25/08/2025 - 29/08/2025 | $1500 | Nairobi, Kenya |
|
01/09/2025 - 05/09/2025 | $1500 | Nairobi, Kenya |
|
08/09/2025 - 12/09/2025 | $3500 | Dar es Salaam, Tanzania |
|
15/09/2025 - 19/09/2025 | $1500 | Nairobi, Kenya |
|
22/09/2025 - 26/09/2025 | $1500 | Nairobi, Kenya |
|
06/10/2025 - 10/10/2025 | $1500 | Nairobi, Kenya |
|
13/10/2025 - 17/10/2025 | $3000 | Kigali, Rwanda |
|
20/10/2025 - 24/10/2025 | $1500 | Nairobi, Kenya |
|
27/10/2025 - 31/10/2025 | $1500 | Nairobi, Kenya |
|
03/11/2025 - 07/11/2025 | $1500 | Nairobi, Kenya |
|
10/11/2025 - 14/11/2025 | $1750 | Mombasa, Kenya |
|
17/11/2025 - 21/11/2025 | $1500 | Nairobi, Kenya |
|
24/11/2025 - 28/11/2025 | $1500 | Nairobi, Kenya |
|
01/12/2025 - 05/12/2025 | $1500 | Nairobi, Kenya |
|
08/12/2025 - 12/12/2025 | $1500 | Nairobi, Kenya |
|
15/12/2025 - 19/12/2025 | $1500 | Nairobi, Kenya |
|